8x8 Contact Center Reviews & Product Details

8x8 Contact Center is a cloud-based, AI-powered platform designed to unify and streamline customer support across voice, chat, email, video, SMS, RCS, messaging apps, and social media channels. It empowers organizations with intelligent self-service automation, real-time guidance and analytics, and deep CRM integrations to elevate customer experience (CX) and boost operational efficiency. The solution supports seamless omnichannel engagement, enabling agents to deliver consistent, personalized service from a single interface. With enterprise-grade security and PCI-certified payments, 8x8 Contact Center aids in compliance while helping businesses scale with agility. Its flexibility and advanced insights make it ideal for modernizing legacy systems and optimizing customer support operations. Core Features & Functionality include: Omnichannel Routing Voice, email, web chat, SMS, video, Facebook Messenger, WhatsApp, Viber, RCS, and additional social media like X, YouTube, Instagram, and more via Meltwater. Blended interactions with individual agents handling up to 13 interactions at once. Web chat with real-time translation and customizable agent avatars. Email routing and templates. Co-browsing and secure payment handling via SMS or email. Agent and Supervisor Workspaces Unified interface with voice, chat, email, one-way video, RCS, social media, WhatsApp, Facebook Messenger, Viber, and SMS handling. Embedded softphone with customizable ringtones per channel. Support for Microsoft Teams chat and presence sync. Transfer calls to external contacts and queues. Intelligent routing, wrap-up codes, and campaign call handling. Real-time queue and agent monitoring for supervisors. Mobile supervisor app for oversight on the go. Interaction Retrieval Widget with bulk download and quick access to AI summaries, voicemails, and more. Customizable drag-and-drop widgets to tailor the workspace experience. AI & Automation Native and third-party AI (custom LLMs supported). AI summaries (real-time voice summarizations and post-call). Intelligent Customer Assistant (voice + digital self service). AI voice directory, predictive AI dialer. Real-time chat and text-to-speech translation. Queue, Agent & Call Management Queued callback, skills-based routing, CRM data-based routing. Direct Agent Routing (DAR), warm/cold transfer, whisper messages. Answer Machine Detection (AMD), call dispositioning, recording access. Channel setup (voice, SMS, chat, email, social). Agent roles, groups, schedules, whisper messages. Enhanced scripting (IVR, chat, email), callbacks, surveys. Campaign & Dialing Tools 8x8 Auto Dialer: predictive, progressive, preview modes. Regal.io integration for advanced segmentation, omnichannel outbound, behavior-based triggers. Campaign scheduling, retries, DNC filtering, Telephone Preference Service (TPS) or Corporate Telephone Preference Service (CTPS) filtering, Carrier Call Blocking (CCB) filtering, pre-recorded voicemail drop, automatic machine detection (AMD). CRM Integrations Native integrations with Salesforce, MS Dynamics, Zendesk, NetSuite. Features include screen pop, click-to-dial, interaction logging, transfers, voicemail, status management. 8x8 Native CRM to manage customers, cases, follow-ups, and tasks. Auto-log interactions, use API for external access. Reporting & Analytics Unified dashboards, real-time KPIs, interaction journey visualizations across channels. Report templates like Interaction Journey Report, Queue Interaction Summary, Agent Interactions Summary, Interactions Details Report, and more. Exportable metrics, SLA tracking, historical interaction access. Security & Compliance IP whitelisting, granular admin roles. OAuth2 for email, SSO with ADFS and Azure AD. Payment Card Industry Compliance Meeting and Call Recording Storage E911/999 Emergency Services Privacy Compliance W3C Web Content Accessibility Guidelines (WCAG) STIR/SHAKEN Compliance Health Insurance Portability and Accountability Act (HIPAA) Strategic Partner Integrations SpinSci for Healthcare Patient Assist: Real-time EHR integration, screen pop, context-aware routing. Prebuilt workflows for authentication, reporting, click-to-call. Omnichannel support with SSO. Patient Engage: Appointment scheduling, refill requests, bill pay, surveys. PCI support, multi-language, and password reset functionality. MNET for Financial Services CoreAccess+: Real-time core banking system access. Secure funds transfer, fraud alerts, screen pop authentication. CRM/workflow integration with no PII storage. Regal.io for Advanced Outbound Campaigns Behavior-based outreach triggers. Predictive dialing and personalized agent experiences. Integration with journey/CRM data for unified analytics. CallCabinet for Compliant Call Recording Compliant call recording for for voice, video and screen sharing Unlimited audio storage and 256-bit AES rotating encryption Advanced playback & tagging Cloud, hybrid, premise deployments

Product Website

Seller

8x8

Discussions

8x8 Contact Center Community

Languages Supported

German, English, French, Italian, Dutch, Spanish

Product Description

8x8 connects people and organizations through seamless communication on the industry’s most integrated platform for Customer Experience, combining Contact Center, Unified Communications, and CPaaS APIs.

Overview by

8x8

Value at a Glance

Averages based on real user reviews.

Time to Implement

3 months

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8x8 Contact Center Integrations

(34)

Verified by 8x8 Contact Center

8x8 Contact Center Media

8x8 Contact Center Demo - 8x8 Smart Assist in 8x8 Agent Workspace

Real-time suggestions in 8x8 Agent Workspace.

8x8 Contact Center Demo - Meltwater Social Listening for 8x8 Contact Center

Filter by keywords and sentiment, monitor, route, and reply to social media DMs and comments on X, YouTube, Instagram, LinkedIn, and more.

8x8 Contact Center Demo - Interaction Journey Visualization

See every customer touchpoint across channels in one, easy-to-digest visualization.

8x8 Contact Center Demo - 8x8 Native Knowledge Base with Shortcuts

Agents can use the backslash symbol to surface common FAQ responses. From there, they can easily select the FAQ response to automatically paste their response.

8x8 Contact Center Demo - 8x8 Secure Pay

Customers have multiple options to make a payment, without their sensitive credit card data from entering the contact center.

8x8 Contact Center Demo - 8x8 Quality Management

Native quality management allows evaluators and supervisors to view key flags like where a customer was on hold and make quick notes with timestamps with the ability to @mention users.

The Power of You™ is here! CMO Bruno Bertini dives into the meaning of our new campaign.

We are 8x8. Power your CX ambitions.

Official Downloads

(5)

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Verified User in Legal Services

Small-Business (50 or fewer emp.)

9/18/2025

"Great CS service"

5/5

What do you like best about 8x8 Contact Center?

The CS was very helpful and clear with direction Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

I did not have any issue. My experience was perfect. Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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Dear Customer, thank you for your positive feedback! We're thrilled to hear that you found our customer service helpful and clear. It's great to know that your experience with 8x8 Contact Center has been perfect and that we can efficiently resolve your issues when needed.

Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

6/4/2025

"Secure, Reliable and easy to Maintain"

4.5/5

What do you like best about 8x8 Contact Center?

We have high security requirements and 8x8 was one of the only providers that could meet our data sovereignty requirements and compliance.

Our agents and supervisors enjoy the interface, as it is intuitive and easy use. Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

Previously this was the lack of Teams integration, however this has been recently resolved with the Engage licence add on. Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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Dear Customer, Thank you for your feedback! We're thrilled that 8x8 Contact Center meets your high security and data sovereignty requirements. We're also glad your team finds the interface intuitive. It's great to hear the Teams integration issue is resolved. Your insights help us continue enhancing our service and support.

Kip N.

Director Enterprise Applications

Mid-Market (51-1000 emp.)

10/16/2024

"The people at 8x8 to be the most engaged and dedicated!"

5/5

What do you like best about 8x8 Contact Center?

The tools provided within the 8x8 Contact Center are exaclty what our organizaiton needs. They provide multiple options to accomplish what we need and they have the experts available to help us troublshoot or improve on the tools we use. Our partners at 8x8 are extremely engaged in meeting our needs and help identify the right subject matter experts each and every time a need arises. Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

The only real downsides we have experienced are outside of 8x8's control. Other updates or upgrades to integrated 3rd Party Applications are where we experience the most issues. Even with this being the case, our 8x8 Team jumps in and helps us identify any root cause issues and provides us with solutions and recommendations. Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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Hi Kip, thank you for your very positive review. It's fantastic to hear how 8x8 meets your needs, and we work with you to get the best out of the product. Thank you for choosing 8x8!

Verified User in Hospital & Health Care

Mid-Market (51-1000 emp.)

11/18/2024

"A nice product but poor administration functionality"

3.5/5

What do you like best about 8x8 Contact Center?

Cheap and cheerful. OK for incoming contact centre. The technical support staff are very good and will escalate serious outages quickly. Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

The poor administration is the greatest weakness. The lack of admin API is unbelievable. The outbound campaign is only useful if you use the APIs. The schedules lack functionality. Transcription can be poor. Minimium call information available to the routing scripts. Agents working shifts are poorly allocated. Reporting across midnight shift does not work. Otto the assitant is unhelpful. Implementation teams are not customer focused. It would be better to provide utilities and allow the customer to implement what they require. Licencing is overly complex. Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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Dear Customer, thank you for your honest review. We appreciate your feedback, which will help us improve in the future.

Ethan S.

System Administrator (Telecommunications)

Mid-Market (51-1000 emp.)

5/28/2024

"Robust yet Easy to Use"

5/5

What do you like best about 8x8 Contact Center?

8x8's Contact Center is very versatile and easy to use. The agent interface is nice and full of information that they need to handle their calls and the backend is jam-packed with possibilities. Setting up a queue takes little time and there are so many paths you can take with the Scripts. You can be as bare-bones or elaborate as you want! Anytime there is an issue that I cannot figure out, support is there all the way. 8x8 Support is a breath of fresh air compared to what I'm used to. Rather than try to get all the info they need then work on it themselves, its a side-by-side venture, they work it out with me on the phone and do not stop until the problem is corrected. They are also very good at educating along the way. Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

The only downside I've come across is Inbound vs Outbound queues. Before I implemented 8x8 into my organization we only had Inbound queues and my agents could dial out from that queue. In 8x8 I learned I need to setup an Outbound queue to allow agents to dial out from the contact center. This by no means is a big deal or a real problem, just a small nuance I came across that I view as beneficial for others to know if they are new to 8x8. Review collected by and hosted on G2.com.

What problems is 8x8 Contact Center solving and how is that benefiting you?

8x8's Contact Center is giving Administrators like myself and agents alike so much control. It also takes things to the next level by constantly evolving and integrating new technology to further give control and ultimately, make the job easier. You can build whatever your heart desires in the 8x8 Contact Center and maximize customer experience and ease of use. Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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Hi Ethan, thank you for taking the time to leave a positive review. It's great that you find it so useful and that you are so impressed with our support team; this is really motivating for our team. Thank you for choosing 8x8!

Silvia V.

Accounting Department

Small-Business (50 or fewer emp.)

2/26/2025

"Thank you for the quick assistance"

5/5

What do you like best about 8x8 Contact Center?

8x8 Contact Center is always a call away to answer any and every question. The staff is knowledgeable and will exhaust all efforts to help. Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

There isn't much to dislike. Everything is easy to use and quick. Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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Hi, Silvia; thank you for taking the time to leave a review. We are delighted we have been able to support you with any questions you have had and you find 8x8 easy to use. Thank you for choosing 8x8!

Russ M.

Operations Manager

Small-Business (50 or fewer emp.)

3/14/2025

"GREAT SUPPORT!!!"

5/5

What do you like best about 8x8 Contact Center?

I have been working with software for over 20 years.

8x8 delivered an outstanding level of support.

Fast, and accurate. Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

No downside. 8x8 support is world-class. Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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Hi Russ, thank you for taking the time to leave a positive review. We are thrilled to hear that our support has been exceptional. We always aim to provide exceptional service, and it's great to know that we have succeeded in doing so.

Ty C.

Financial Planner at Pruco Securities, LLC

Small-Business (50 or fewer emp.)

3/18/2025

"The customer service rep took all the time needed to get my issue resolved and made it painless"

5/5

What do you like best about 8x8 Contact Center?

The rep I worked with knew exactly how to get my issue resolved Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

The chat bot kinda sucks, it was really unhelpful Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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Hi Ty, thank you for taking the time to leave a review. We are delighted you had such a good experience with our support team. We appreciate your feedback on our chatbot; we are continually looking to improve it, so your feedback is useful.

Verified User in Telecommunications

Small-Business (50 or fewer emp.)

6/3/2025

"All of the features! None of the issues"

4.5/5

What do you like best about 8x8 Contact Center?

The customisability and ability to continually build and improve the solution. Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

Steep learning curve and no inbuilt help ! Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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Dear Customer, Thank you for your feedback! We're glad you value the customizability of 8x8 Contact Center. We understand the learning curve can be steep and appreciate your input about the need for inbuilt help. Your insights are crucial as we strive to enhance user experience and support.

A.J. D.

Manager, Enterprise IT Shared Services

Mid-Market (51-1000 emp.)

7/8/2024

"Comprehensive Contact Center Platform"

4/5

What do you like best about 8x8 Contact Center?

8x8 Virtual Contact Center is a very flexible and feature rich platform. It allows for all the the Contact Center platform features you would expect and integrates with CRM platforms as well. Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

There is a bit of a learning curve when it comes to learning how to build call flows/scripts with 8x8 Virtual Contact Center, but it is something they are working to improve upon and make simpler and easier to automate very soon. Review collected by and hosted on G2.com.

What problems is 8x8 Contact Center solving and how is that benefiting you?

8x8 Contact Center gives us a central place to manage our most business critical phone numbers, call flows, schedules and our CX teams that support these. It is allowing us to provide remarkable customer service and give our customers and patients multiple options to reach someone who can help them in a timely manner. It allows for this streamlined customer support which leads to high customer satisfaction. Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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Hi, thank you for leaving a positive review and feedback; we appreciate it. It's great to hear that 8x8 has streamlined your customer support and increased customer satisfaction. Thank you for choosing 8x8!